Technology Modernization

In 2009, DHHS launched a three-phase process and technology modernization initiative to improve execution of its integrated service management model through streamlined work processes, improved cross-program information sharing, and reduced administrative burden.   

Previously, DHHS used 136 information systems, databases, and shadow systems to manage and report on case process for its clients. With no technological integration, staff often entered client information multiple times into different required data systems. This high degree of duplicate input placed a significant administrative burden on program staff, reduced the amount of direct time and quality of service provided to clients, and failed to create a comprehensive record of the client history, needs, goals for integrated services.

Phase 3 began in May 2015, with the creation of an enterprise integrated case management (eICM) system that enables staff throughout DHHS to access a centralized 360-degree client history and concurrent service activity information.
The IT investments were intended to:
  • Speed up the client intake and program assignment process,
  • Improve the assessment and service planning process,
  • Identify disparities to improve and ensure equitable service access and delivery, and
  • Provide detailed and reliable information for: client outcome reporting, program performance, systemic performance, and population performance.
Following implementation DHHS is now able to identify that 1 in 10 residents are active clients receiving multiple services from DHHS; the systems have allowed for improved billing, recovering $2.5m by FY18.  This was not previously possible.  Predictive analytical models are being developed to identify client problems before they become crisis.

eICM Infographic (pdf)

eICM Brochure (pdf)

Read more about our work:

Predictive analytics (

Harvard Kennedy School’s Data-Smart City Solutions

MindBoard, Inc.

Government Technology Magazine